The aim of this research is to determine the perceptions and expectations of undergraduate students regarding the service quality of distance education and to examine the relationship between service quality, student satisfaction, and student engagement. The study focuses on students' expectations from distance education, the extent to which these expectations are met, student satisfaction, and student engagement. Additionally, it investigates whether these findings are influenced by various demographic characteristics. The study was conducted within the framework of a mixed-methods paradigm that incorporates both qualitative and quantitative data. The quantitative aspect was designed as a correlational study and utilized stratified random sampling to reach 532 participants. For the qualitative aspect, semi-structured interviews were conducted with 42 students using maximum variation sampling. The research encompasses 4th-year students studying at Fırat University in Elazığ during the Spring 2019-2020 and Fall 2020-2021 semesters. Data were collected using the Student Engagement Scale, the Student Satisfaction Scale, and the Distance Education SERVQUEL Scale, and analyzed using SPSS. Parametric tests were applied due to the normal distribution of the quantitative data. Frequency and percentage values were used to determine demographic characteristics, the One Way ANOVA test was employed for multiple group comparisons concerning the gender variable.

Distance education, service quality, student satisfaction